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Lost or 'delivered' parcel: calling Correos

Open an investigation for a missing Correos parcel, what the tracking number tells them, and how to claim compensation.

What they will ask

  • Tracking number (número de seguimiento)
  • Sender and recipient names and address
  • Date it was marked delivered
  • Whether you checked with neighbours or the local office

Have this ready

  • Tracking number
  • Delivery address exactly as written by the sender
  • Your NIE in case they need a claim form

Typical wait: 5–15 minutes · ☎ 900 400 004

What to say

El envío figura como entregado pero no lo he recibido.
The shipment shows as delivered but I haven't received it.
Quiero abrir una incidencia.
I want to open an incident.
¿Cuál es el número de incidencia y el plazo de respuesta?
What is the incident number and the response time?

Step by step

  1. Check the tracking page and your local office first; many “delivered” parcels are waiting at the oficina de Correos.
  2. Call 900 400 004, say “incidencia con un envío”.
  3. Give the tracking number and the address. They will tell you where the courier says it was left.
  4. Ask to open an incident (“abrir una incidencia”). You get a number and a 7–15 day response window.
  5. Compensation is claimed by the sender, so pass the incident number to them.

Or let the assistant make this call

Describe the task, put your phone on speaker, and confirm details in chat.

Example task: Parcel PK123456789ES shows delivered on 3 November but never arrived. Open an incident, get the incident number, and ask what the sender must do to claim.

Updated 2026-11-10